Frequently Asked Questions


Is it safe to order online from MyPrimeFurniture.ca? 

We know that the safety of your personal information is extremely important, and use state-of-the-art fraud detection software to protect all of your personal data and credit card information. We even go one step further and manually verify the legitimacy of all orders placed with us. For more information about how we keep your info safe, check out our Privacy Policy.

How do I track my order?

To view the status of your order, simply log in to your MyPrimeFurniture.ca account and click "My Orders." Then, select the order number you want to review. Your Delivery confirmation will be emailed to you within 7 days of your scheduled delivery. If you have any questions or want to make changes, contact our Customer Satisfaction team.

Can I edit my order once it has been placed?

Sure thing! Just get in touch with our Customer Satisfaction team as soon as possible and they'll help you with any necessary changes.

Can I cancel my order?

Orders can be cancelled as long as they haven't already been shipped. To cancel, please contact our Customer Satisfaction team. In some cases, there may be a restocking fee or delivery fee if the order is canceled after it has already been picked up for delivery.

Are the colours on the site accurate?

Every computer monitor displays colours slightly differently. To ensure you’re seeing the colour of our products as they truly are, check your monitors calibration. If you are still unsure about the colour of a product it is best that you speak with one of our experts who may be able to assist you. Please contact our Customer Satisfaction team with any questions.



Where do you deliver?

We currently deliver to most postal codes in the following provinces in Canada: Alberta, British Columbia, Manitoba, Nova Scotia, Ontario, Quebec and Saskatchewan. To find out for sure if we deliver to your area, simply enter your postal code at the top of the page before placing an order.

I live outside your delivery area, Can I still order?

We want to help you create the home of your dreams even if you don't live in one of our delivery areas. Contact our Customer Satisfaction team to determine if other delivery options are available or if there is a pickup location in your area.

How much does delivery cost?

Delivery is FREE on any order over $799 (before taxes). If your order is under $799, the delivery charge is only $75. Plus all items in the CORCORAN COLLECTION qualify for FREE DELIVERY no matter what the price!

When will my order be delivered?

If you ensure your delivery postal code is correct at the top of the page, You will be shown the estimated delivery date in your area on the product page of each item. Once your order is placed, your order confirmation email will also show your estimated delivery date(s).

Can I change my delivery date?

Yes, the delivery date of your order can be changed up until three (3) days before the scheduled date. To make this change, contact our Customer Satisfaction team.

Will my furniture be assembled for me?

We are offering multiple service delivery from -you're responsible for assembly on any products that have been specified as "Customer assembly required" or "ready to assemble" to white glove delivery.
Visit the Delivery Page or the section below for more details.

What kind of delivery service are you offering?

  • Curbside – Two person delivery in your driveway
  • Threshold – Two person delivery inside your threshold
  • Room of Choice – Two person delivery, inside placement in room of your choice
  • White Glove (Basic) – Two person delivery, inside placement including two flights of stairs, unpacking and debris removal
  • White Glove (Assembly) – Two person delivery, inside placement including two flights of stairs, unpacking and debris removal and light assembly

How to be prepare for your delivery? 

Please assist us in making sure your product delivery is successful.

Prior to your delivery, you will be contacted and provided an estimated three-hour time window for when the delivery team will arrive on your scheduled delivery day. Please ensure your walkways are clear of snow or any obstructions. Appliances and furniture must be ready to be moved, (empty disconnected from the wall and doors removed) when the delivery personnel arrive. The one-for-one move includes a move to the curb for appliances only if this is requested by the customer. Appliances must have the doors removed if the customer wants them moved to the curb for safety purposes.

Screen doors, door closers, fixed or moving panels of patio doors and handrails must be removed by the customer before the delivery team arrives. Delivery personnel will remove doors with pin hinges provided they are not painted into place.

Delivery personnel must wear steel toe shoes, gloves, and masks at all times during delivery and cannot remove them under any circumstances. Protective floor runners will be used to protect floors and carpets on all deliveries. (Even if the customer insists it is OK)



What if my merchandise arrives damaged?

Our delivery teams treat your order with care so it can arrive in the best condition possible, but if there is any visible damage on the merchandise or to your home during the delivery process, please notify our delivery team and make sure it is recorded in the delivery paperwork. Then, contact our Customer Satisfaction team within 48 hours of the delivery so we can try to repair or replace the damaged item as soon as possible.

Does MyPrimeFurniture.ca offer a warranty?

Many of our products come with a warranty to be free of manufacturing defects in materials and workmanship. Specific details can be found on the product page of each item.

The basic warranty is void if the merchandise suffers damage caused by abuse, negligence or accident, has been relocated, repaired or tampered with, was sold "as is", or is used for commercial purposes. We do not guarantee fabrics against wear, fading, color fastness or any damage caused by cleaning processes.

Please note that many manufacturers offer separate warranties on their products. For more information, please refer to any warranty tags that come with the product.

Non-returnable items:

  • Custom made or Special Order items
  • Assembled and/or Modified items
  • Items without original packaging



What kinds of payment do you accept?

We gladly accept Visa, MasterCard, American Express, PayPal, Google & Apple Pay. If your card has been issued outside the U.S. or Canada, please note that your order may need additional verification before it can be processed. Unfortunately, we cannot accept COD orders and all orders must be paid in full once submitted online.

When is my credit card charged?

Your card will be charged once the order is confirmed. You will receive an order confirmation email within 48 hours of your order being placed. 

What happens if there is a pricing error?

We do our best to provide accuracy in the pricing and other product information displayed on our website, but mistakes sometimes happen. In such cases, MyPrimeFurniture.ca expressly reserves the right not to honor pricing errors found on this website when accepting an online order. If an error occurs, we'll let you know and cancel the order. Any authorized payments for that order will be immediately refunded. If you find an error once your order is delivered, please contact our Customer Satisfaction team or refer to our return policy.



Do you work with professional Trades?

We love working with stagers, designers, contractors and will go the extra mile to help professionals who are looking for furniture for their clients. For more details, please contact our Customer Satisfaction team.

Do you offer discounts on bulk orders?

Hotels, realtors and other professionals who need a lot of furniture, fast, rely on us to help make their spaces look fabulous. For these special bulk orders, we may even be able to provide special pricing! For more details, please contact our Customer Satisfaction team.

Have another question? Contact our Customer Satisfaction Team for help.